Job Overview
The Associate Analyst, IT Support role is an exciting opportunity to join our organization. The team focuses on creating innovative platforms and services for patients, providers, and people across the globe.
The primary goal of the team is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations.
Key Responsibilities
* Provide technical assistance to employees experiencing problems with hardware, software, networking, and other computer-related technologies.
* Utilize BMC & JSM package for logging caller requests and assigning/escalating issues where needed.
* Diagnose and rectify issues in accordance with documented procedure and performance indicator levels.
Responsibilities include:
* Coordinating, diagnosing, troubleshooting, and rectifying incoming employee calls regarding technical problems and information technology issues involving desktop, laptop, or network services from local personnel.
* Providing case status updates to management and end-users.
* Developing, documenting, and implementing standard operating procedures and customer service guidelines relating to IT support.
* Assisting in the installation, implementation, and upgrades of internal systems.
* Maintaining inventory of all equipment.
Requirements and Qualifications
* Candidates should have experience in printer setup and basic network knowledge, including TCP/IP configurations.
* Familiarity with warehouse scanners and the ability to support endpoint devices such as laptops, mobile phones, and printers is important.
* A good understanding of Oracle ERP is beneficial but not mandatory.
* Knowledge of Intune MDM, Mac OS, and MECM imaging is required, along with an understanding of Active Directory group policies, memberships, and containers.